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Polar troubleshooting

Use this guide to troubleshoot issues with syncing your data between Polar and the Vitality Member app
Polar compatibility check

Step 1 - Polar device and Polar Flow compatibility check

  1. Make sure that your phone and Polar device is compatible with your Polar Flow by visiting Polar’s website and viewing the list
Visit Polar support
Check the app for recent activity history

Step 2 - Check that your Polar device is recording your activity

  1. Complete an activity and save it
  2. Check that it appears on the Polar app
  3. Then log into the Polar website at https://flow.polar.com/ 
  4. Your activity should appear on the homepage under ‘Training history’.

If your activity doesn’t appear in the Polar dashboard, visit Polar support for troubleshooting tips. Once your activity is appearing in the Polar dashboard follow the ‘Connect Polar to Vitality’ guide.

Login to Polar
Re-link Polar to Vitality

Step 3 - Re-link Polar to Vitality

If your activity appears in the Polar dashboard but it has been longer than 48 hours since you completed your activity and it hasn’t appeared in your Vitality Points Statement, then:

  1. Go to the ‘Activity Tracker’ page in Member Zone
  2. Scroll down to Polar
  3. Tap ‘Unlink’
  4. Link Polar to Vitality again by clicking on the blue ‘Link’ button and following the ‘Link Polar to Vitality’ steps in the ‘Connect Polar to Vitality’ guide
Re-link Polar to Vitality

Step 4 - Alternative to Step 3

You can remove Vitality as a partner from Polar Flow’s dashboard instead of Vitality’s Member Zone.

  1. Go to https://flow.polar.com/settings/profile
  2. Under ‘Partners’ you’ll see Vitality UK, tap ‘Remove’
  3. Return to the ‘Activity Tracker’ page in Member Zone and relink Polar to Vitality again by clicking on the blue ‘Link’ button and following the ‘Link Polar to Vitality’ steps in the ‘Connect Polar to Vitality’ guide
48 hours icon

Please note

In high demand periods, it can take up to 48 hours to sync your Polar data to the Vitality Member app and for your Vitality activity points to appear on the Vitality Plan Points Statement. We ask you not to close and open the apps again until the 48 hours have passed, as refreshing multiple times can overload your account and stop the data coming through. If you then close and open your Vitality Member app again after this period, your points will be showing on your statement. 

Frequently asked questions

Here's what Vitality members have been asking:

Is there a limit to the number of Vitality points I can earn each day for tracking my activity?

Yes, you can earn a maximum of 8 Vitality points a day per member and a maximum of 40 Vitality points a week per member.

How long do I have to exercise for to receive Vitality activity points?

To earn Vitality activity points, you must record a workout of at least 30 minutes in duration and your average heart rate must be at least 60% of your age-related maximum heart rate for that entire workout. Find out how many points you can earn for a heart rate activity by visiting the activity tracking page.

Not what you were looking for?

Take a look at our frequently asked questions or visit Polar support for further troubleshooting.